Aviation Customer Support Analyst

Description:

At Veryon, we develop and continuously enhance advanced technology that powers maintenance tracking, inventory management, diagnostics, and flight operations tools for aviation departments worldwide. Our mission is to reduce operational disruptions and deliver efficiency, enabling flight departments to safely complete as many missions as possible.

As an Aviation Customer Support Analyst, you will play a pivotal role in supporting all Veryon product lines with a strong initial focus on Tracking+ while providing global support and triaging inbound calls and cases. You will be the first point of contact for customers, delivering expert assistance for troubleshooting, issue resolution, and application maintenance. This role requires close collaboration with cross-functional teams to ensure seamless solutions and an exceptional customer experience.

The ideal candidate is customer-first, highly driven, personable, and thrives under pressure. They will be the face and voice of Veryon, demonstrating professionalism, urgency, and a passion for delivering world-class support.

What You’ll Accomplish - Your Performance Objectives

Within your first 30 days, you will get up to speed on the Company, our processes, and our market:

· Onboarding and Familiarization:

o Complete orientation and familiarization with the company's culture, policies, and team structure.

o Gain access to relevant systems, tools, and documentation.

o Shadow existing team members to understand current processes and workflows.

· Understanding Applications:

o Review and study the supported applications (Tracking+, Tracking, Publications, Diagnostics), their architecture, functionalities, and interdependencies.

o Engage with stakeholders to grasp their expectations, pain points, and requirements regarding application support.

· Initial Issue Resolution and Documentation:

o Start actively handling minor support issues and incidents under supervision.

o Begin documenting troubleshooting steps, creating initial knowledge base articles, and contributing to process documentation.

o Collaborate with the team to address a few medium-priority incidents and observe escalation procedures.

· Independent Issue Resolution:

o Take on more responsibility for resolving application incidents independently.

o Contribute significantly to the documentation and knowledge base, demonstrating proactive documentation practices.

o Start participating in scheduled team meetings and providing valuable insights on recent incidents or improvements.

· Process Enhancement and Optimization:

o Identify areas for process improvement based on experiences during issue resolution.

o Propose and implement small-scale optimizations or preventive measures to reduce incident resolution time or enhance application performance.

o Engage more actively in collaboration with development and QA teams to better understand the application lifecycle.

Within your first 6 months, you will advance your knowledge and skillset

· Advanced Issue Resolution and Proactive Measures:

o Handle complex incidents effectively and efficiently, demonstrating a deeper understanding of the supported applications.

o Initiate or contribute significantly to projects aimed at proactive monitoring, performance optimization, or automation of support tasks.

o Actively contribute insights and suggestions for improvements during team meetings, focusing on long-term stability and user experience.

o Begin triaging inbound calls and cases globally across all product lines, ensuring timely and accurate routing.

· Knowledge Sharing and Mentoring:

o Mentor newer team members or assist in their onboarding process, providing guidance and support.

o Collaborate with the team lead to finalize strategies for continuous improvement and contribute to long-term support plan

Who We’re Looking For - The Personal Competencies That Matter

Customer-Centric Vision Creation: The ASE should envision a support landscape deeply rooted in understanding and fulfilling customer requirements. This vision aims to enhance the end-user experience by ensuring applications run seamlessly, minimizing disruptions, and swiftly addressing user-reported issues.

Strategic Planning Aligned with Customer Satisfaction: Building upon the customer-focused vision, the ASE needs to devise a strategic plan that revolves around proactive measures to anticipate and address potential user pain points. This plan should outline actionable steps to not only resolve immediate concerns but also enhance overall user satisfaction and loyalty.

Execution with Customer Benefit in Mind: Executing customer-centric strategies is pivotal. The ASE should actively engage in implementing solutions that directly benefit users, collaborating across departments to ensure a seamless and positive customer support experience. Timely resolution of issues, adherence to service level agreements, and continuous service improvement are crucial aspects.

Transparent and Proactive Customer Communication: Essential to customer-centric support is proactive and transparent communication. The ASE should regularly update customers on the progress made, highlighting achievements, challenges faced, and potential risks that may impact their experience. Early identification and resolution of issues demonstrate a commitment to providing exceptional service

Collaborative: You demonstrate and influence cross-functional collaboration within the company and seek out opportunities to build relationships with others. The best ASE can drive initiatives forward even while working with a wide variety of personalities, roles, and competing priorities.

Requirements:

Requirements

· Fluent in English at C2 proficiency level (spoken, written, and understood).

· Proven experience supporting B2B customers or key accounts, ideally in an international environment.

· Proficient in MS Excel, Word, PowerPoint, Teams, Project, Jira, and Confluence for documentation and collaboration.

· Strong organizational and time management skills with the ability to prioritize workload to meet schedules, deadlines, and quality standards.

· Ability to manage multiple roles and projects while maintaining a big-picture perspective.

· Ability to remain calm under pressure and adapt quickly to changing priorities.

Why We Need You – The Mission

Veryon is the leading provider of aviation software and information services, supporting more than 75,000 aircraft maintenance professionals and 7,500 customers worldwide. We help everyone from business aviation teams and MROs to airlines and OEMs get their aircraft more uptime. Challenges like unscheduled repairs, part availability, and excessive paperwork lead to too many aircraft spending too much time on the ground. And that leads to needless delays, endless back and forth, and lots of wasted dollars.

The key to more uptime is having a better technology platform to manage everything from maintenance and operations to manuals and diagnostics. That’s why thousands of aircraft operators, 25% of the worldwide commercial fleet, and over 100 OEMs all rely on Veryon. And it’s why customers have been able to achieve an average 23% reduction in downtime cost.

How We Work – The Core Values that Define Our Culture

Fueled by Customers

Win Together

Innovate to Elevate

Make It Happen